Tracy Digiovanni
Derry
Summary
Dynamic and personable professional with over 20 years of experience in client engagement and customer service excellence. Recognized as a strategic thinker with a strong ability to develop innovative solutions that enhance customer satisfaction and drive business results. Proven expertise in customer relationship management, conflict resolution, time management, and document control, complemented by exceptional verbal and written communication skills. Adept at thriving in fast-paced call center environments, with flexibility to work nights, weekends, and holidays as needed.
Overview
36
36
years of professional experience
Work History
Inbound sales agent
Celebrity cruises
07.2021 - Current
- Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Handled sensitive information with professionalism and discretion.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Helped customers with passport and visa applications.
Office Manager
Arenella contracting
09.2018 - 09.2020
- Increased office organization by developing filing system and customer database protocols.
- Solicited vendor quotes to determine optimal material purchase pricing.
- Culled knowledge of federal and state-level mandates to assess compliance across areas of operation.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
Travel Agent
Cruise.com
10.2016 - 07.2018
- Researched and created memorable and exquisite travel itineraries for high-level clients, celebrities, politicians and business executives.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently.
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- Communicated security issues and protocols to clients traveling to unstable countries or locations.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Explained benefits of purchasing travel insurance with clients.
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
Travel Agent
World Travel Holdings
08.2004 - 12.2014
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently.
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- Communicated security issues and protocols to clients traveling to unstable countries or locations.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Provided top quality control to eliminate downtime and maximize revenue.
- Achieved top satisfaction, retention and referral rankings on consistent basis.
Bar Manager
Four Green Fields
03.2014 - 08.2014
- Restocked beer and liquor on regular schedule and after special events to prepare for forecasted needs.
- Devised innovative strategies for increasing bar revenue by introducing new concepts and signature drinks, developing promotions and creating customer engagement events.
- Pursued training opportunities to advance mixology knowledge and refine understanding of beer, wine and liquor, better serving bar customers with current expertise.
- Made product recommendations to customers based on preference, food pairings and special promotions.
- Monitored cash intake to eliminate discrepancies.
- Supported servers by preparing specialty drinks for patrons in all areas of establishment.
- Worked with management to plan and implement special events to boost customer numbers and profits.
- Provided quality control when creating house-made infusions, daily juice and preparations to eliminate downtime and maximize revenue.
- Promoted customer safety by maintaining current list of available ride services for inebriated customers.
- Trained 15 staff members to enhance customer service and increase profits through promotional suggestions.
- Managed customer service by training staff, overseeing operations and resolving issues quickly.
Hospital Corpsman
US Navy
12.1989 - 12.1995
- Administered medications and immunizations.
- Performed medical duties for preventive and unscheduled care, including lab work, x-rays, phlebotomy and IV fluid administration.
- Specialized in preventive medicine and pharmaceutical services.
- Instructed sailors and marines in first aid, self-aid and personal hygiene procedures.
- Maintained functionality and organization of medical treatment areas and provisions, including equipment maintenance and team leadership.
- Performed preliminary exams to determine diagnosis and provide medical treatment.
- Performed both emergency and routine medical procedures in high-pressure environments.
- Trained in combat, life savings techniques and conducting physical exams.
Education
Bachelor of Science - Combat Medicine
Hospital Corp School
Great Lakes, ILBachelor of Science - Nursing
University Missouri Kansas City
Kansas City, MO06-1998
Skills
- Problem Resolution
- Troubleshooting
- Positive energy
- Product organization
- Customer service experience
- Client interaction in sales
- Upselling strategies
- Comprehensive product expertise
- High-volume customer service
Timeline
Inbound sales agent
Celebrity cruises
07.2021 - Current
Office Manager
Arenella contracting
09.2018 - 09.2020
Travel Agent
Cruise.com
10.2016 - 07.2018
Bar Manager
Four Green Fields
03.2014 - 08.2014
Travel Agent
World Travel Holdings
08.2004 - 12.2014
Hospital Corpsman
US Navy
12.1989 - 12.1995
Bachelor of Science - Nursing
University Missouri Kansas City
Bachelor of Science - Combat Medicine
Hospital Corp School